Agents

Agents are the contacts of the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. that are approached, through SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. addresses or phone numbers, by Skype for Business, Microsoft Teams or any device / client that supports phone to speak to customers.
If Federation When using AnywhereNow in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC. is used contacts from other Skype for Business environments can be added.

Each Agent needs a unique SIP address or phone number. Agents are specified separately for each UCC, though it is possible to add a single Agent to multiple UCC's.

Contact center agent training video

Explanation per field

In order to manage Agents, the following field could be filled in:

Item	Description
Order	The field order represents the position of the Agent in the ordered list, which is used for the hunt methods "RoundRobin" and "Serial".
Formal	The field formal can be checked if an agent should be able to sign in and -out from the respective UCCs. This can vary for each UCC.
Agent	The field agent should contain the SIP address or phone number of the Agent. Note Make sure there are no spaces behind the SIP / TEL address.
Custom Hours Enabled	The field Custom Hours Enabled can be checked to define time ranges for the Agent. Within these time ranges, the Agent will be available for the UCC.
Alternative Caller Id	Important Not used in Dialogue Cloud.
TeamsAssignedPhoneNumber	This field will contain the Teams users phone number. This field is used for Direct Routing. Example: tel:+31123456789
Teams UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address 'like' format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix).	This field will contain the Teams users UPN. This field will be used for Direct Routing and Graph Presence Provider. Example: user@domain.com Note Please ensure that the UPN (User Principal Name) field is always entered in lowercase. This is necessary for proper system functionality.
SubscriptionState (Hidden from default view)	The UCC will write a message if the subscription has failed. Note If the subscription is restored, the message will not be removed.

Agent Type

Microsoft Teams Agent

Note

When hunting a Teams client and the incoming uri is sip, make sure "UseImpersonation" is false.

With Teams Agents you can integrate Teams users into you UCC. With the Teams client you can use the Snapper for more contact center controls, Learn More

For Teams you can also make use of the Teams hunter, Learn More

PSTN Agents

PSTN Agents allow you to use a lineuri (e.g., tel:+31612345678) instead of a sipuri for agents (e.g., sip:agent@example.com) in the "Agent" column. With this you can integrate mobile phones or traditional systems into your callflow.

Create/Edit/Remove item

Item can be created, edited or removed.

Warning

Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.